高级支持分析师-牙科预付
Senior Support Analyst-Dental Prepay
高级支持分析师将协助监控、分析和解决数据平台、配置和基础设施相关的问题。该职位在技术团队和运营团队之间起到桥梁作用。该职位为业务相关方提供分析和解决问题、技术支持和协调支持。该人员将根据独立判断，解决各种完整的技术问题。高级支持分析师需要具备强大的分析能力，在问题的根本原因不明显或未明确时，能够跳出常规思维，并以解决方案为导向，通过改进流程来解决问题。
职责
- 直接与客户和管理层沟通任何生产事件，必要时上报问题，同时传达状态和风险，并生成停机后文档。
- 在数据运营、开发、基础设施和管理层之间担任联络人。协调并排查以解决应用程序或产品相关的问题。
- 与所需的技术和数据运营团队成员协调并召开会议，根据对业务的影响优先处理和转派报告的问题。
- 记录并改进生产支持流程，将系统问题及解决方案加入知识库以供未来参考，包括同行知识共享和培训。
- 协助数据运营团队成员创建事件和变更请求工单。
- 与工程、基础设施、数据库管理员、实施和配置管理团队对接，跟进所有待处理工单以解决问题。
- 跟进根本原因分析，并确认问题的永久解决状态。
- 生成并提供每日状态更新报告给相关业务相关方和领导团队。
- 完成年度绩效计划中列出的所有职责。
- 完成所有特殊项目和其他指派的任务。
- 必须能够在无需合理调整或需要合理调整的情况下履行职责。
- 完成年度绩效计划中列出的所有职责。
- 完成所有特殊项目和其他指派的任务。
- 必须能够在无需合理调整或需要合理调整的情况下履行职责。
本职位描述旨在描述所从事工作的总体性质和水平，不应被理解为详尽的责任清单。
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Overview
The Senior Support Analyst will assist in monitoring, analyzing and resolving data platforms, configuration, and infrastructure related issues. This person serves as a liaison between technical and operation teams. This position provides analysis and problem solving, technical assistance and support coordination to business stakeholders. The person will make decisions based on independent judgement to resolve a range of complete technical problems. The Senior Support Analyst needs strong analytical skills and the ability to think outside the box when the root cause of an issue is not obvious or clearly defined, and a solutions-focused approach to resolve issues with improved processes.
Responsibilities
- Works and communicates directly with clients and management for any production events, escalating issues as needed while communicating status and risks and producing after outage documentation.
- Act as a liaison between data operations, development, infrastructure and management. Coordinate and trouble shoot to resolve applications or product related issues.
- Manage and coordinate meetings with required technical and data operations team members and prioritize and route the issues reported as per the impact on business.
- Document and improve Production Support processes and add to knowledge base of system problems and resolutions for future reference, including peer knowledge sharing and training.
- Help data operations team members to create incident and change request tickets.
- Interface with the engineering, infrastructure, database administrator, implementation, and configuration management teams to follow up on any outstanding tickets for resolving the issues.
- Follow up for root cause analysis and confirm on permanent resolution status for an issue.
- Generate and provide daily status updated report to required business stakeholders and leadership team.
- Completes all responsibilities as outlined on annual Performance Plan.
- Completes all special projects and other duties as assigned.
- Must be able to perform duties with or without reasonable accommodation.
- Complete all responsibilities as outlined on annual Performance Plan.
- Complete all special projects and other duties as assigned.
- Must be able to perform duties with or without reasonable accommodation.
This job description is intended to describe the general nature and level of work being performed and is not to be construed as an exhaustive list of responsibilities, duties and skills required. This job description does not constitute an employment agreement and is subject to change as the needs of Cotiviti and requirements of the job change.
Qualifications
- Bachelor's degree in computer science, information technology, or related technical field or equivalent training, certification.
- 2-4 years of experience developing/supporting enterprise -level applications software in multi-node Windows or Linux Server environments.
- Deep knowledge of application architectures, workflows and monitoring tools.
- Strong experience working with SQL, Oracle, PL/SQL, MS Access and DB Management tools, proficiency with PowerShell, Bash or VB scripting, plus Java EE and/or.NET frameworks.
- Project management experience required.
- Ability to work in a cross-functional global team environment, utilizing on-line collaboration tools.
- Ability to troubleshoot application issues and escalate to supporting engineering teams.
- Knowledge of commonly used information technology concepts, practices and procedures.
- Solid written and verbal communication skills, previous Help Desk experience a plus.
- Ability to work independently and in a team environment.
- Ability to handle multiple tasks, prioritize and meet deadlines.
Mental Requirements:
- Communicating with others to exchange information.
- Assessing the accuracy, neatness, and thoroughness of the work assigned.
Physical Requirements and Working Conditions:
- Remaining in a stationary position, often standing or sitting for prolonged periods.
- Repeating motions that may include the wrists, hands, and/or fingers.
- Must be able to provide a dedicated, secure work area.
- Must be able to provide high-speed internet access/connectivity and office setup and maintenance.
- No adverse environmental conditions expected.
Base compensation ranges from $70,000 to $92,000. Specific offers are determined by various factors, such as experience, education, skills, certifications, and other business needs.
Cotiviti offers team members a competitive benefits package to address a wide range of personal and family needs, including medical, dental, vision, disability, and life insurance coverage, 401(k) savings plans, paid family leave, 9 paid holidays per year, and 17-27 days of Paid Time Off (PTO) per year, depending on specific level and length of service with Cotiviti. For information about our benefits package, please refer to our Careers page.
Date of posting: xx/xx/xxxx
Applications are assessed on a rolling basis. We anticipate that the application window will close on xx/xx/2026, but the application window may change depending on the volume of applications received or close immediately if a qualified candidate is selected.
Originally posted on Himalayas